IT Support Specialist (Graduate Opportunity)

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    "description": "<p><span style=\"font-weight: bold\">Role: IT Support Specialist (Graduate Opportunity)<br>Location: Bangalore, India</span></p>\n<p><span style=\"font-weight: bold\">Job type: Full time, permanent</span></p>\n<p><span style=\"font-weight: bold\">Working arrangement:  Hybrid</span><br><br></p>\n<p><span style=\"font-weight: bold\">Why This Opportunity is Perfect for Graduates<br><br></span></p>\n<p>Kick-start your IT career with hands-on experience in a global technology environment. This role offers the chance to work across IT support, cloud technologies, networking, cybersecurity, automation, and AI-enabled service management while supporting colleagues around the world. You'll gain exposure to industry-leading tools, learn from experienced professionals, and contribute to meaningful projects that make a real impact. If you're curious, eager to learn, and passionate about technology, this role will provide a strong foundation for a successful career in IT. </p>\n<p><span><br></span></p>\n<p><span style=\"font-size: 12pt\"><span style=\"font-weight: bold\">Why QS?</span></span></p>\n<p><br></p>\n<p><span style=\"font-size: 12pt\">At QS, we believe that work should empower you. That’s why we foster a flexible working environment that encourages every employee to own their career whilst thriving personally and professionally. Our company values underpin everything we do – we collaborate, respect and support each other.</span></p>\n<p><br></p>\n<p><span style=\"font-size: 12pt\">It’s our mission to empower motivated people around the world to fulfil their potential through higher education, ensuring that everyone has access to opportunities that change lives.</span></p>\n<p><br></p>\n<p><span style=\"font-size: 12pt\">Our diversity makes us stronger. By sharing our experiences, we learn from one another and achieve more together, driving progress across the sector.</span></p>\n<p><span style=\"font-size: 12pt\"> </span></p>\n<p><span style=\"font-size: 12pt\">At QS, you’ll be responsible for implementing real change in the international higher education landscape. You’ll take on meaningful challenges that see a positive impact across the business and the wider sector.</span></p>\n<p><span style=\"font-size: 12pt\"> </span></p>\n<p><span style=\"font-size: 12pt\"><span style=\"color: rgba(0, 0, 0, 0.9)\">We’re confident you’ll feel right at home here. QS was named as one of Newsweek’s Top 100 Most Loved Workplaces® in the UK (October 2023), recognising the respect, trust and appreciation that drive our culture every day. And as a gold-accredited Investors in People organisation – putting us among the top 28% of workplaces globally – it’s official: QS is a place where everyone can thrive.<br><br><span style=\"color: rgb(56, 49, 47); font-size: 12pt; font-weight: bold\">As an IT Support Specialist</span><span style=\"color: rgb(56, 49, 47); font-weight: bold\">, </span><span style=\"color: rgb(56, 49, 47); font-size: 12pt; font-weight: bold\">this is what you’ll be doing:<br></span></span></span><br></p>\n<p>A service-oriented <span style=\"font-weight: bold\">IT Support Specialist</span> in the global Corporate IT team, responsible for exceptional technical support, service request management, and seamless onboarding/offboarding for employees in India and across global regions. The role supports the organisation’s evolution toward a predictive, AI-assisted, service-focused delivery model.</p>\n<p> </p>\n<p>You will be the face of IT for many employees - providing clear, human-first support while maintaining high technical standards across time zones, systems, and platforms, with a proactive approach to documentation, performance, and sustainable IT operations. You’ll help build a knowledge-driven, self-service culture that reduces friction, empowers users, and improves consistency in support.</p>\n<p><br></p>\n<p><span style=\"font-weight: bold\">Role responsibilities:<br><br></span></p>\n<p><span style=\"font-weight: bold\">IT Support and Service Experience<br><br></span></p>\n<ul>\n<li>Deliver user-centric support with clear communication, technical accuracy, and a strong service mindset.</li>\n<li>Manage and resolve IT tickets in the ITSM tool (Service Desk Plus), moving toward AI-led, knowledge-based resolution.</li>\n<li>Provide expert-level support for Microsoft 365 applications, including Outlook, Teams, SharePoint, OneDrive, SharePoint and related administrative tools.</li>\n<li>Ensure consistent support quality across global time zones and distributed teams.</li>\n<li>Help refine and train AI support tools and ticket workflows to improve resolution efficiency.</li>\n<li>Provide advanced technical support and troubleshooting for end-user devices, applications, and networks.</li>\n<li>Administer Microsoft 365/Exchange Online (provisioning, mailbox management, license allocation).</li>\n<li>Manage Intune for enrolment, endpoint security, policies, and compliance.</li>\n<li>Oversee Active Directory (users/groups, access permissions, applications, authentication).</li>\n<li>Maintain ESET/CrowdStrike Endpoint Security and SonicWall/Meraki firewalls to protect against emerging threats.</li>\n<li>Support Cisco networks (ACLs, NAT, site-to-site VPNs, segmentation).</li>\n<li>Configure and maintain Cisco Secure Access (Umbrella) for DNS protection, filtering, secure web gateway, and roaming clients.</li>\n<li>Strengthen DNS security via filtering/threat blocking, secure resolver configuration, and SIEM/endpoint integration.</li>\n<li>Support network infrastructure (switches, routers, Wi‑Fi, VLANs, routing, DHCP) and troubleshoot performance issues.</li>\n<li>Assess network/security controls to identify risks, recommend improvements, and align with best practices.<br><br></li>\n</ul>\n<p><span style=\"font-weight: bold\">Knowledge Base and Self-Service Enablement<br><br></span></p>\n<ul>\n<li>Create, maintain, and optimise knowledge articles to enable self-service and reduce tickets.</li>\n<li>Turn technical solutions into clear, searchable content; partner with stakeholders to keep it current.</li>\n<li>Integrate knowledge content into AI tools/virtual agents within the ITSM platform.</li>\n<li>Work with cross-functional teams to deploy and optimise cloud solutions aligned to business goals.</li>\n<li>Monitor system health, performance, and uptime through proactive maintenance and reporting.</li>\n<li>Maintain IT documentation/SOPs and support security and audit compliance requirements.</li>\n</ul>\n<p><span style=\"font-weight: bold\"><br></span></p>\n<p><span style=\"font-weight: bold\">Onboarding, Offboarding and Lifecycle Management<br><br></span></p>\n<ul>\n<li>Manage end-to-end onboarding/offboarding globally: accounts, hardware, permissions, and access deprovisioning.</li>\n<li>Coordinate with People/Workplace teams to ensure secure, seamless employee transitions.</li>\n<li>Manage device return, reassignment, or disposal per security and sustainability policies.<br><br><br><span style=\"font-weight: bold\">IT Asset and Device Management<br><br></span></li>\n</ul>\n<ul>\n<li>Coordinate procurement, configuration, and delivery of laptops/IT hardware to standards and policy.</li>\n<li>Maintain a central asset register (inventory, warranty, lifecycle data).</li>\n<li>Support secure disposal or redeployment of devices aligned to data security and environmental standards.<br><br><span style=\"font-weight: bold\">Sustainable, Secure and Inclusive IT Practices</span><br><br></li>\n<li>Promote sustainable IT (energy-efficient devices, minimised storage, e-waste reduction).</li>\n<li>Ensure IT services are accessible and inclusive for a diverse workforce.</li>\n<li>Support compliance and data protection goals, including contributions toward ISO 27001 certification.<br><br><span style=\"font-weight: bold\">Automation, Service Design and Process Improvement<br></span><br></li>\n</ul>\n<ul>\n<li>Identify opportunities to improve recurring processes via automation and intelligent routing.</li>\n<li>Help design and roll out scalable service delivery processes in the ITSM platform.</li>\n<li>Contribute ideas to improve usability, efficiency, and reliability of internal IT tools and services. <br><br><span style=\"font-weight: bold\">Cross-Functional Collaboration and Projects<br><br></span></li>\n<li>Partner with IT, Compliance, People, and Workplace teams to deliver support aligned to company goals.</li>\n<li>Lead or support projects (system rollouts, hardware refresh, office relocations).</li>\n<li>Act as liaison between users and technical teams/vendors to escalate and resolve complex issues.<br><br></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-weight: bold\">Other duties<br></span>Any other duties that fall within the scope and purpose of the role.<br><span style=\"font-weight: bold\"><br>Key skills and experience: <br><br></span></p>\n<ul>\n<li>IT support/service desk experience in distributed/global environments; comfortable supporting hybrid and remote users across time zones.</li>\n<li>Strong expertise in Microsoft 365, Windows, Mac OS, and remote desktop support.</li>\n<li>Experience with ITSM tools (Jira, Zendesk, ServiceNow, Service Desk Plus), including automation, knowledge base integration, and SLA/metrics tracking.</li>\n<li>Track record of creating user-friendly documentation and self-service support content.</li>\n<li>Experience supporting a global workforce across multiple time zones.</li>\n<li>Network and security understanding (firewalls, VPNs, Wi‑Fi, segmentation) and hands-on troubleshooting.</li>\n<li>Strong incident management and enterprise end-user support experience.</li>\n<li>Good cybersecurity practice knowledge (patching, endpoint compliance) and familiarity with cloud/remote support tools.</li>\n<li>Hands-on knowledge of cloud solutions and remote support tools.</li>\n<li>Analytical problem-solver; able to prioritise in fast-paced, multi-region environments with minimal supervision.</li>\n<li>Excellent communication, documentation, organisation, and collaboration skills; able to explain complex topics to non-technical users.</li>\n<li>Experience with laptop procurement and IT asset lifecycle management; detail-oriented with a process-improvement mindset.</li>\n<li>Experience supporting hybrid work environments and remote employees.</li>\n</ul>\n<p><br><span style=\"font-weight: bold\">Qualifications:</span><br><br></p>\n<ul>\n<li>Degree in Computer Science, Information Systems, or related field.</li>\n</ul>\n<ul>\n<li>Certifications preferred (e.g., Microsoft Certified: O365 Fundamentals, Network+).</li>\n<li>Experience with MDM/EDR tools, asset management, and IT helpdesk platforms (e.g., Service Desk).</li>\n<li>Familiarity with scripting (e.g., PowerShell), Intune, and workflow automation; experience supporting rollout of AI-enabled ITSM tools/virtual agents.</li>\n</ul>\n<p><br><span style=\"font-size: 12pt\"><span style=\"font-weight: bold\">So, who are we and what do we do?</span><br><br>QS is the world leader in higher education services, analytics, insights and intelligence. From consultancy to student mobility, academic partnerships to branding solutions, our services power both institutional and individual success.</span><span style=\"font-size: 12pt\">We’re behind the world’s most widely read university rankings (Meltwater 2023). Our QS World University Rankings® reach hundreds of millions, shaping decisions and guiding futures.<br><br></span><span style=\"font-size: 12pt\">Since launching in 1990, our impact and influence have only grown. Today, we work with more than 2,000 of the world’s leading higher education institutions, over 12,000 employers, and governments seeking change and socioeconomic development through higher education.<br><br></span><span style=\"font-size: 12pt\">Join QS and you’ll join an 800-strong community of problem-solvers, creators, collaborators and change-makers based in 40+ countries and 11 international offices, including Australia, Malaysia, India, Romania, Singapore, France, Germany, the USA and our headquarters in London.<br><br></span><span style=\"font-size: 12pt\">With every talented new hire, business acquisition and bold initiative, we’re strengthening our reach and delivering even greater value to institutions and learners worldwide. Are you ready to shape the future of higher education?<br><br><span>We take investing in our people very seriously.</span></span><br><span style=\"font-size: 12pt\"><br></span><span>As standard you will have: <br></span><br></p>\n<ul>\n<li><span style=\"font-size: 12pt\">Competitive base salary  </span></li>\n<li><span style=\"font-size: 12pt\">Access to an annual bonus scheme (for qualifying roles only) </span></li>\n<li><span style=\"font-size: 12pt\">21 days annual leave – increasing to 23 days after 5 years’ service + 8 days casual leave</span></li>\n<li><span style=\"font-size: 12pt\">14 days holiday for the year 2025</span></li>\n<li><span style=\"font-size: 12pt\">Enhanced maternity and paternity leave </span></li>\n<li><span style=\"font-size: 12pt\">Access to Provident Fund and Pension Fund Scheme </span></li>\n<li><span style=\"font-size: 12pt\">Group Medical Insurance</span></li>\n<li><span style=\"font-size: 12pt\">A vibrant social environment and multicultural and multinational culture<br><br><span style=\"font-weight: bold\">But that’s not all. Outside of these standard benefits we also offer resources to allow professional growth and wellness initiatives to nurture a healthy mindset:</span><br><br></span></li>\n<li><span style=\"font-size: 12pt\">Free subscription to the Calm App – the #1 app for sleep, meditation, and relaxation</span></li>\n<li><span style=\"font-size: 12pt\">A focus on welfare which is led by our global wellness team, with mental health first aiders globally</span></li>\n<li><span style=\"font-size: 12pt\">EAP (Employee Assistance Program) Service - dedicated services for enhanced EAP and comprehensive wellness with 24/7 helpline available through Truworth Wellness </span></li>\n<li><span style=\"font-size: 12pt\">Access to a variety of diversity and inclusion initiatives and groups</span></li>\n<li><span style=\"font-size: 12pt\">Strong recognition and reward programs – including a peer-to-peer recognition platform, quarterly and annual QS Applaud Awards, Connect with your Career annual personal development event</span></li>\n<li><span style=\"font-size: 12pt\">Support for volunteering and study leave</span></li>\n<li><span style=\"font-size: 12pt\">Free subscription to LinkedIn learning – with over 5,000 courses and programmes at your fingertips</span></li>\n<li><span style=\"font-size: 12pt\">Options to join our outstanding global Mentorship programme<br><br></span></li>\n</ul>\n<p><span style=\"font-size: 12pt\">Like what you’ve heard? Great, apply now!</span></p>\n<p><br></p>\n<p><span style=\"font-size: 12pt\">As a candidate, we know the application and interview process can be daunting and so it’s important that you have a great experience with us. Our dedicated Talent Team will work hard to ensure you are fully informed at all stages and you are really excited by this opportunity to do meaningful work in the education space.</span></p>\n<p><br></p>\n<p><span style=\"font-size: 12pt\"><span>Equal opportunities<br></span><br></span></p>\n<p><span style=\"font-size: 12pt\"><span><em>QS Quacquarelli Symonds is proud to be a fair and equal organisation where everyone has the same opportunity to achieve their full potential, irrespective of their background or personal attributes. We celebrate our diversity and believe through sharing our experiences we can learn from one another, be stronger together, and enable our business to thrive. </em></span></span></p>\n<p><span><br></span></p>",
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